Senior Service Delivery Analyst

Nine Twenty; Clydebank; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in Clydebank is seeking a Senior Service Delivery Analyst to join their IT Service Delivery team. This role involves providing remote support for a variety of IT systems on a global scale and includes opportunities for travel. Ideal candidates will possess a strong technical background in IT support and excellent communication skills. Employee benefits include generous leave, pension, and flexible working options.

Benefits

30 days annual leave plus birthday off

Option to buy/sell 5 additional leave days

12.5% non-contributory pension

Bupa private medical insurance

Hybrid working model

Subsidised onsite lunches

Free electric vehicle charging and parking

Qualifications

• Strong background in IT support environment with remote user support.
• Networking fundamentals and desktop support experience required.
• Excellent problem-solving and communication skills.

Responsibilities

• Deliver second-line remote support and perform on-site tasks as needed.
• Install, configure, and troubleshoot hardware and software.
• Monitor systems for optimal performance and enforce IT security protocols.

Skills

Problem-solving

Communication

Remote user support

Education

HNC/HND or equivalent

Tools

Windows Server Technologies

Active Directory

Microsoft Azure

SCCM

ITSM platforms

Job description

Location: Clydebank, Scotland

Hybrid Working Options Available

Travel Requirements: Flexibility to travel to sites as required, both domestically and internationally

Role Overview:

We are looking for a Senior Service Delivery Analyst to join our IT Service Delivery team in a second-line capacity. This role is focused on supporting, maintaining, and enhancing IT infrastructure across a global fleet of vessels. The successful candidate will provide remote technical support and will occasionally travel on-site to deliver in-person assistance. This is an excellent opportunity to join a well nurtured team, deepen your technical expertise and grow within a diverse, international environment.

Key Responsibilities:

• Deliver second-line remote support to vessel-based personnel, with occasional on-site travel for critical tasks.

• Install, configure, and troubleshoot a variety of hardware and software including servers, laptops, mobile devices, storage systems, and networking equipment.

• Assist in designing and implementing onboard IT infrastructure for new and existing vessels.

• Monitor systems to ensure optimal performance and reliability.

• Conduct routine system and network upgrades.

• Enforce IT security protocols and manage backup systems.

• Coordinate with external vendors and service providers for issue resolution and project execution.

• Manage and resolve incidents in line with SLAs using ITSM tools.

• Participate in IT onboarding and vessel refresh projects.

• Develop and maintain internal knowledge base documentation.

• Recommend service improvements and contribute to process enhancement.

• Support end-user training and communication related to IT procedures.

• Mentor junior support analysts when required.

• Attend meetings on incidents, changes, and project updates.

• Follow standardised procedures for Incident, Change, and Problem Management.

Candidate Requirements:

Essential:

• HNC/HND or equivalent relevant experience.

• Strong background in a fast-paced IT support environment, ideally with remote user support.

• Excellent problem-solving and communication skills.

Technical Experience Required in Most of the Following:

• Networking fundamentals (DNS, DHCP, VLANs, Routing).

• Desktop, thin client, mobile, and printer hardware support.

• Windows 7 & 10: installation and support.

• Windows Server Technologies.

• Synology and SCALE storage platforms.

• Hyper-V virtualisation.

• Antivirus software administration.

• Active Directory and Microsoft Exchange.

• Microsoft Azure (fundamentals).

• Microsoft Intune MDM.

• Office 365 Administration.

• VPN and remote access tools.

• System Center Configuration Manager (SCCM).

• ITSM platforms (e.g., Freshservice).

Employee Benefits:

• 30 days of annual leave, plus an additional day off for your birthday

• Option to buy or sell up to 5 additional leave days per year

• 12.5% non-contributory pension

• Bupa private medical insurance

• Hybrid working model offering flexibility between home and office

• Subsidised onsite lunches

• Free electric vehicle charging stations and parking facilities

To be considered for this role please apply today or contact Sophie at Nine Twenty for more details.